FAQ - Frequently Asked Questions
I get to different parts of a page and all the text turns to little boxes. Is it my machine or your website?
This is a problem with the browser on your computer. We recommend upgrading your browser to the newest version that your computer can run. If you are still experiencing the problem, please e-mail us at Service@ValleyVet.com with your Browser Type and Version.
I enter my credit card number and click finish, but it keeps coming back to the credit card number page.
Be sure to look for an error message in red at the top of the page. This should provide a hint as to what you need to fix in order to complete your order. Usually, the expiration date has been entered incorrectly. There are 2 fields for entering your expiration date. Enter the month your card expires in the first box (example: May would be entered as 05), and enter the 4-digit year the card expires in the second box (example: 2009 instead of 09).
I add an item to my shopping cart, and it shows that it is in there. Then I try to add another item, and the first one is gone. I click the view cart button, and it says my cart is empty. What am I doing wrong?
Make sure you have Cookies enabled in your browser.
Click here for help with cookies.
If Cookies are already enabled, and you are still having problems, try deleting your existing cookies and clear all temporary internet files. In Internet Explorers, click on Tools in the menu bar at the top of the browser, then click Internet Options. Under the Temporary Internet files section on the General tab, there should be buttons that allow you to "Delete Cookies" and "Delete Files."
I can't remember my password, and I have requested it using my name, but it says I'm not in your system. Can you send me my password?
Trouble with retrieving your password is usually a result of using a hyphenated last name or using a middle initial when you initially registered. For example, if you registered as "John M. Doe" and enter "John Doe" when trying to retrieve your password, the system will not recognize you. Your name should be entered exactly as it was registered.
I finish shopping, get to the Payment Type screen in checkout, and try to pay with PayPal even though I don't have a PayPal account. What should I do?
Even if you don't have PayPal account, you can still pay with PayPal. Follow these steps:
- During checkout, when you are asked "How would you like to pay for this order," click the button next to PayPal and click the Next button.
- The next screen gives you some information about PayPal. Read it, then click the large "PayPal, Click Here to Buy" button in the center of the screen.
- You will be taken to PayPal's site. There should be a blue bar at the top of the screen, and a Payments by PayPal logo at the upper right. If you have a PayPal account, enter your email address and password to continue.
- If you need to create a PayPal account, look towards the center of the screen. You should see "If you have never paid through PayPal, Click Here." Click on the Click Here button to create your PayPal account!
I can't find the Add to Cart button.
Clicking on a Buy button doesn't do anything.